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Routing

Intelligent routing matches conversations with the best available agents.

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Overview

The routing engine analyzes incoming conversations and matches them with qualified agents based on skills, language, availability, and business rules.

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How Routing Works

┌─────────────────────────────────────────────────────────────────┐
│                    Incoming Conversation                         │
│                  (with skills & language)                        │
└─────────────────────────────────┬───────────────────────────────┘
                                  │
                                  ▼
┌─────────────────────────────────────────────────────────────────┐
│                         Queue                                    │
│              (Virtual waiting area)                              │
└─────────────────────────────────┬───────────────────────────────┘
                                  │
                                  ▼
┌─────────────────────────────────────────────────────────────────┐
│                    Routing Engine                                │
│                                                                  │
│  1. Check preferred agent (if configured)                        │
│  2. Match required skills                                        │
│  3. Match language                                               │
│  4. Consider proficiency levels                                  │
│  5. Check availability & capacity                                │
│  6. Apply routing strategy                                       │
└─────────────────────────────────┬───────────────────────────────┘
                                  │
                                  ▼
┌─────────────────────────────────────────────────────────────────┐
│                    Agent Assignment                              │
└─────────────────────────────────────────────────────────────────┘

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Routing Methods

MethodDescriptionBest For
Standard (V2)Matches all required skills and language, considers proficiencyMost use cases
Advanced (V2)Preferred agent priority with time-based skill relaxationVIP customers
Load Balanced (V3)Distributes by oldest last assignment timeFair workload
NamedDirect assignment to specific agentsAccount managers

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Standard Routing

Routes based on highest skill proficiency match.

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Configuration

Standard Routing:
  matching:
    skills: all_required    # All required skills must match
    language: required      # Language must match
    proficiency: weighted   # Higher proficiency preferred

  tiebreakers:
    1: highest_proficiency  # Most skilled agent
    2: lowest_utilization   # Fewest active conversations
    3: longest_idle         # Waiting longest

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How It Works

  1. Find agents with all required skills
  2. Filter by language match
  3. Rank by proficiency level
  4. Apply tiebreakers for equal proficiency
  5. Route to top-ranked available agent

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Advanced Routing

Prioritizes preferred agents with fallback to skill-based routing.

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Configuration

Advanced Routing:
  preferred_agent:
    enabled: true
    timeout: 30s
    ignore_skills: true    # Skills checked only on fallback

  skill_relaxation:
    enabled: true
    intervals:
      - after: 60s
        relax: optional_skills
      - after: 120s
        relax: proficiency_requirement
      - after: 180s
        relax: secondary_skills

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Preferred Agent Flow

[Customer Calls]
       │
       ▼
[Check Preferred Agent]
       │
   ┌───┴───┐
   ▼       ▼
[Available] [Unavailable]
   │           │
   ▼           ▼
[Route to    [Wait up to 30s]
 Preferred]       │
                  ▼
            [Still Unavailable?]
                  │
                  ▼
            [Standard Skill-Based Routing]

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Skill Relaxation

When no agents match, progressively relax requirements:
TimeRelaxation
0-60sFull requirements
60-120sDrop optional skills
120-180sDrop proficiency requirement
180s+Drop secondary skills

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Load Balanced Routing

Fair distribution without proficiency weighting.

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Configuration

Load Balanced Routing:
  strategy: oldest_last_assignment
  skill_matching: eligible_only    # No proficiency ranking
  distribution: even_across_agents

  considerations:
    - agent_capacity
    - current_workload
    - channel_limits

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Use Cases

  • High-volume queues needing even distribution
  • Teams with similar skill levels
  • Preventing agent burnout

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Priority-Based Routing

Dynamic prioritization based on business rules.

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Configuration

Priority Rules:
  - name: VIP Customers
    condition: customer_tier == "platinum"
    priority: 1    # Highest (1-10 scale)
    queue_jump: true

  - name: High Value Transaction
    condition: ticket_value > 10000
    priority: 2

  - name: Critical Intent
    condition: intent in ["complaint", "cancellation", "legal"]
    priority: 2

  - name: Long Wait Time
    condition: wait_time > 300
    priority: 3

  - name: Standard
    condition: default
    priority: 5

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Dynamic Priority Adjustment

Priorities can change while in queue: 
Priority Escalation:
  rules:
    - condition: wait_time > 120
      action: increase_priority
      amount: 1
      max_priority: 2

    - condition: sentiment == "very_negative"
      action: set_priority
      value: 2

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Language Matching

Ensure customers are routed to agents who speak their language.

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Configuration

Language Routing:
  detection:
    method: auto    # auto, specified, ask
    fallback: en

  agent_languages:
    - agent_id: agent_001
      languages:
        - language: en
          proficiency: native
        - language: es
          proficiency: fluent

  matching:
    mode: required    # required, preferred, none
    fallback_language: en
    allow_translation: false

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Routing Fallbacks

Handle scenarios when no agents are available.

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Configuration

Fallback Configuration:
  no_agents_available:
    wait_time: 300s
    actions:
      - type: message
        content: "All agents are currently busy. Estimated wait: {{estimated_wait}}"
      - type: offer_callback
        after: 120s
      - type: voicemail
        after: 300s

  out_of_hours:
    actions:
      - type: message
        content: "We're closed. Hours: Mon-Fri 9am-6pm EST"
      - type: route_to_flow
        flow: after_hours_ivr
      - type: voicemail
        enabled: true

  skill_timeout:
    timeout: 300s
    actions:
      - type: relax_skills
        after: 60s
      - type: expand_queues
        after: 180s
        queues: [overflow_support]
      - type: escalate
        after: 300s

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Routing Rules

Create complex routing logic with rules:

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Example Rules

Routing Rules:
  - name: Enterprise Technical Support
    conditions:
      - field: customer.tier
        operator: equals
        value: enterprise
      - field: intent
        operator: in
        value: [technical_issue, bug_report]
    actions:
      - type: set_queue
        queue: enterprise_tech_support
      - type: add_skill
        skill: enterprise_products
        required: true
      - type: set_priority
        priority: 2

  - name: Billing Disputes
    conditions:
      - field: intent
        operator: equals
        value: billing_dispute
      - field: amount
        operator: greater_than
        value: 500
    actions:
      - type: set_queue
        queue: billing_escalations
      - type: set_priority
        priority: 1

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Testing Routing

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Routing Simulator

Test routing configuration before deployment:
  1. Enter test conversation attributes
  2. Select skills and language
  3. Run simulation
  4. View matched agents and ranking
  5. Verify expected behavior